Embedding key user values for the adoption of unified communication and collaboration service

Abstract

Unified Communications and Collaboration (UC&C) is the integration of various tools for communication exchange into one platform. The service could increase flexibility, interoperability, efficiency and productivity in managing business processes. Due to its benefits, organizations have implemented the UC&C services for better communication between employees. However, past research reveal that certain UC&C tools have not yet been fully utilized. In addition, as an evolving service, it is important to understand the circumstances that lead to the adoption of UC&C. For instance lack of user knowledge and skills could hamper the adoption of the services. Besides skills and knowledge, it is proposed that user values also play central roles in the adoption of UC&C. Thus, the purpose of this paper is to identify key user values via the lens of diffusion of innovation and service dominant logic and propose a conceptual model of how these values are embedded.

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